Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Insights and actionable data. Customer journey analytics require interdepartmental communication and collaboration to be effective. Insights will often impact multiple departments within a business, ...

A business's customer experience is an important indicator of its overall success. Your customers are the cornerstone of your company, and they should be treated as such. If they aren't satisfied with ...

Responsiveness is crucial for customer retention and shows customers they are a priority. Authenticity in customer interactions enhances the customer experience, with personal engagement often ...

“Customers demand a high quality experience across all touch points, starting with their first service experience and continuing over the course of the customer's lifetime. [Thus] the only way to earn ...